Financial Services Company Delivers 100,000 Agent Training Hours

100,000
hours of
training
delivered

87,000
wellness
breaks
offered

15%
impact of
stressful
calls reduced

Case Study Summary

Work-related stress among contact center agents is unavoidable, but cumulative stress—the kind that fuels burnout and attrition—is preventable. When a major financial services company’s contact center agent teams shifted to remote work, a whole new layer of stress was added to their jobs. The company turned to Intradiem and its patented contact center automation technology to ensure that remote agents would receive the support they needed to deliver quality customer service under uniquely difficult conditions.

“Intradiem is intuitive and user-friendly. The surprise breaks it enables are a great opportunity to refresh and recharge and get back to the vital business of satisfying customers.”

– Financial Services Agent

Challenge

Contact centers continue to face the critical challenge of maximizing efficiency while delivering exceptional customer service. Such was the case with a leading financial services company that struggled to manage the well-being and effectiveness of their remote contact center agents. Burnout and attrition were significant issues, exacerbated by the challenges of remote work. High turnover rates and the associated costs of replacing agents further undermined the quality and consistency of customer service.

Results with Contact Center Automation

Intradiem’s technolog y ensures timely and efficient delivery of wellness breaks to agents precisely when they needed them most. Using direct feedback from agents, the company was able to refine the thresholds that trigger wellness break delivery, contributing to more composed, more focused and more productive agent teams.

Snapshot

Industry: Financial Services
Agents: 6,347

CHALLENGES

Difficult to manage performance of remote contact center agents

Wanted to incorporate wellness activities

Training delivery negatively impacted service level

INTEGRATIONS

ACD

WFM

Intradiem’s unique, real-time capability also enhances productivity by delivering wellness breaks within the natural workflow, rather than scheduling them in advance.

By leveraging Intradiem the company was able to:

Deliver 100,000 training hours to agents in the first 10 months without impacting service levels or incurring additional operating costs
Reduce stress and improve agent well-being through integrated wellness breaks, leading to sustained productivity and enhanced customer service quality
Enhance efficiency by automating training and breaks delivery to agents’ desktops

Approach

Wellness breaks were integrated directly into agents’ workflows via Intradiem, which measures each agent’s call-handling flow against a threshold of consecutive interactions and triggers a break offer when the threshold is crossed. Intradiem monitors ACD data output to identify appropriate intervals for agents to engage in breaks.

This transformation was accomplished through a strategic implementation of Intradiem’s advanced features:

Automated Training Delivery: Intradiem automates delivery of training and critical tasks directly to agents’ desktops, removing the need for supervisors to manage training schedules.
Real-Time Assistance: Intradiem integrates with ACD and WFM systems to process data in real-time, enabling exceptional call-handling support and identifying opportunities for training within the natural workflow.
Wellness Break Integration: Wellness breaks provide timely opportunities for agents to recharge, maintain focus and deliver consistently strong customer experiences.

These targeted strategies were crucial in delivering productivity and well-being gains that helped transform the company’s operations.

About the Solution

Intradiem’s solutio n is unique due to its patented technology, designed to deliver unparalleled insights and automation capabilities for contact center operations. Unlike traditional methods, Intradiem offers a proactive approach to managing productivity and well-being through real-time data aggregation and intelligent insights.

Intradiem’s automated, direct-to-desktop delivery removes the need for supervisors to create and manage training and break schedules for thousands of individual agents. As a result, critical support comes without any negative impact on customer service quality or operating costs.

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